Mobile Service Support Specialist

Intercity Technology; Birmingham; On-site; GBP 60,000 - 80,000; Full time

Job summary

A technology company in Birmingham seeks a Mobile Service Account Specialist to provide exceptional customer support. The role demands strong organizational skills, experience in handling escalations, and the ability to resolve queries promptly. Join a collaborative team with a commitment to customer satisfaction and a track record of high performance. The position comes with a competitive benefits package including generous holidays and a focus on personal development.

Benefits

33 days holiday

Annual pay reviews

Holiday buy scheme

All‑company bonus scheme

Death in service cover

Employee assistance programme

Company pension

Active social calendar

Focus on developing employees

Qualifications

• You must possess customer support experience and handling escalations skills.
• Strong organisational and planning skills are essential.
• Confidence with Microsoft Office is key to success.

Responsibilities

• Own the customer experience and manage accounts effectively.
• Triage and resolve device and tariff incidents quickly.
• Investigate billing issues and manage escalations.

Skills

Customer support experience

Handling escalations and objections

Strong organisational and planning skills

Confidence with Microsoft Office

Organisation & Planning

Communication

Problem‑Solving

Teamwork

Tools

Active Directory

Cloud

PowerShell

Windows

Database

Infrastructure

Linux

Java

Technical Support

UNIX

Job description

Keep customers smiling. Stay one step ahead. Be our next Mobile Service Account Specialist!

We’re looking for a Mobile Service Account Specialist to deliver exceptional support to our valued customers and help us maintain our industry-leading service standards. You’ll be at the heart of our customer experience managing accounts, resolving queries and ensuring every interaction reflects our commitment to excellence.

This is your chance to join a fast‑paced collaborative team that’s passionate about building strong relationships and driving customer satisfaction. With an average CSAT of 9.8 and NPS of 87.1 we’re proud of what we do and we want you to help us go even further.

Key Responsibilities as a Mobile Service Account Specialist

• Own the customer experience, manage accounts, orders and tariff queries
• Triage and resolve device and tariff incidents quickly and effectively
• Investigate billing issues and manage escalations with confidence
• Negotiate resolutions and handle complaints professionally
• Support project scoping and delivery
• Build strong relationships through proactive communication
• Provide SLA reporting and trend analysis
• Attend service review meetings and on‑site visits

What We’re Looking For

You’re organised, proactive and thrive in a fast‑paced environment. You know how to manage priorities, build relationships and take ownership of issues through to resolution.

Essential Experience

• Customer support experience
• Handling escalations and objections
• Strong organisational and planning skills
• Confidence with Microsoft Office

Desirable Experience

• Mobile / telecoms industry background
• Call centre experience
• Knowledge of mobile device / network incident triage
• Billing query resolution

Skills & Competencies

• Organisation & Planning: Stay ahead of deadlines and juggle priorities with ease
• Communication: Clear, professional and confident in every interaction
• Problem‑Solving: Resolve issues constructively and influence outcomes
• Teamwork: Build strong relationships and contribute positively to team culture

What We Offer

• 33 days holiday (inclusive of bank holidays) plus your entitlement will increase by one day for each full calendar year you are employed up to a maximum of five days.
• Annual pay reviews.
• Holiday buy scheme.
• All‑company bonus scheme.
• Death in service cover.
• Employee assistance programme.
• Company pension.
• Active social calendar.
• A strong focus on developing our people.

About Us

Intercity Technology provides reliable and secure technologies in communications, cloud and managed services with a big difference. Intercity is a technology solutions partner that isn’t all about tech. It’s about a great bunch of people combining their passion, expertise and dedication to deliver extraordinary results for businesses.

Our vision is to be the best technology partner to work for and with we are really proud of our achievements so far:

• Customer Net Promoter Score of 92
• Gold Award Investors in People Accreditation
• Employer of the Year 2025 - British Business Excellence Award
• Gold Eco Vadis rating - Among the Top 3% of Companies for Sustainability Performance

We select candidates with the right skills, experience and values to join us and selection is based on a fair and equal process. We’re proud to be committed to equal opportunities and welcome all applications. As a specialist in secure technology solutions all successful candidates will be subject to pre‑employment checks so we can ensure compliance with our ISO27001 (Information Security) and Cyber Essentials Plus certifications. We are committed to using any personal information you may give us in a secure and proper manner; for more information please see our privacy policy on our website.

Key Skills

• Active Directory
• Customer Service
• Cloud
• PowerShell
• OS
• Windows
• Database
• Infrastructure
• Linux
• Java
• Technical Assistance
• Procedures
• Hardware
• Technical Support
• UNIX

Employment Type: Full‑Time

Experience: years

Vacancy: 1